Frequently Asked Questions

Yes. While the country is at Alert Level 4, and in lockdown, banks will operate and provide essential services.

Please be assured that cash is available at ATMs, payments will work as usual, and banking and lending support is available.

During this time, we won’t have as many staff working as we normally would. This means there may be longer call waiting times and delays responding to customer emails and messages. We apologise for this and appreciate your understanding and patience.

Find out more about banking during the lockdown

Essential services include:

• cash being available at ATMs 
• payments working as usual 
• banking and lending support for customers, and 
• helping our most vulnerable customers do their banking. 

So we can support all customers, we have temporarily stopped some non-essential services. We will not process any new requests for:

• foreign cash 
• new customers to buy Bonus Bonds 
• account opening for new customers 
• A-Z Reviews (some exceptions apply).

The health and wellbeing of our staff, and their families, is important to us. We are balancing the needs of our customers with supporting our staff, and following the Government’s guidelines to help combat the spread of COVID-19.

As a result, during the lockdown we will have reduced staff in our contact centre, and most branches will be closed. However, we are still here to help and will provide necessary banking support for our most vulnerable customers who need assistance, and those who cannot use self-service banking channels.

We’re working to redeploy branch staff to help our contact centre team, so we’ll have more people available to help our customers. However, there may still be longer call waiting times and delays responding to customer emails and messages during the lockdown. We apologise for this and appreciate your understanding and patience.

As much as possible, we encourage you to use ANZ goMoney, Internet Banking, 24/7 Automated Phone Banking, or ATMs to do your regular banking.

Find out more about banking during the lockdown

We are all likely to be feeling vulnerable during these times, and we’re doing everything we can to help everyone who has been impacted by COVID-19.

When we talk specifically about our ‘vulnerable’ customers, we are talking about people who were already struggling before the addition of COVID-19. This includes those who rely on the support of family, friends or carers in their daily life, people who cannot bank online or by phone, and people who normally need assistance to complete their banking.

We ask that if you, or a family member or neighbour are especially vulnerable, please call us on 0800 269 296 and ask how we can help.

ATMs

ATMs will remain fully stocked throughout the lockdown, so you can get cash when you need it. And remember, we don’t charge you a fee to use other banks’ ATMs so you can choose any ATM that’s convenient for you.

Please be aware that some ATMs are currently inaccessible, for example those inside shopping malls or other sites that are closed during the lockdown.

Debit cards, Apple Pay or Google Pay

Consider using your EFTPOS card, Visa Debit card, or Apple Pay or Google Pay for transactions, as some retailers may not be accepting cash for health and safety reasons.

Branches (limited locations, days and hours)

During the lockdown, we will still have a limited number of branches throughout the country open on Wednesdays between 9am and 12pm for simple cash transactions only.

This is to support our most vulnerable customers, and those who can’t do their banking online or over the phone.

Please do not visit a branch unless you have no other option.

Find branch locations

Please call 0800 269 296 and let us know you need special assistance, and we can discuss how we can help.

We recommend that you check what financial support is available from the Government. They may be able to help with essential living costs. Find out more on the Government’s website Unite Against COVID-19.

If you’ve lost your job you may be able to get a benefit or some other financial help from Work and Income.

Work and Income may be able to help with urgent costs like:

• Food 
• Accommodation costs (rent, mortgage, board) 
• Power, gas and water bills or heating 
• Medical and dental costs 
• Bedding. 

You can find more information on the Work and Income website.

ANZ is also here to help you get back on top of your money. We have several financial relief options for customers impacted by COVID-19. Find out more

If you’re already experiencing significant financial hardship, please see our website for how we may be able to help you through. There is an online hardship application form, but we recommend you call us first on 0800 240 438.

We recommend that you check what financial support is available from the Government. They may be able to help with essential living costs. Find out more on the Government’s website Unite Against COVID-19.

If you can’t work at the moment or your income has been reduced, you may be able to get a benefit or some other financial help from Work and Income.

If you’re struggling to meet your living costs or had an unexpected bill Work and Income might be able to help you, even if you’re working. Even if you don’t think you qualify, contact them to talk about your situation.

Work and Income may be able to help with urgent costs like:

• Food
• Accommodation costs (rent, mortgage, board)
• Power, gas and water bills or heating
• Medical and dental costs
• Bedding.

You can find more information on the Work and Income website.

ANZ is also here to help you get back on top of your money. We have several financial relief options for customers impacted by COVID-19. Find out more

If you’re aleady experiencing significant financial hardship, please see our website for how we may be able to help you through. There is an online hardship application form, but we recommend you call us first on 0800 240 438.

We recommend that you check what financial support is available from the Government. They may be able to help with essential living costs. Find out more on the Government’s website Unite Against COVID-19.

ANZ is also here to help you get back on top of your money. We have several financial relief options for customers impacted by COVID-19. Find out more

If you would like to discuss your situation and find out how we might be able to help, please call us on 0800 269 296.

Please note that our contact centre is experiencing high call and email volumes, so your wait may be longer than normal. We’re sorry about that and appreciate your patience.

We know that some businesses are feeling the economic impacts of COVID-19.

We recommend that you check what financial support is available from the Government. They may be able to help with wage subsidies, business cash flow and tax measures. Find out more on the Government’s website, Unite Against COVID-19.

ANZ is also here to help you get back on top of your money. We have several financial relief options for customers impacted by COVID-19. Find out more

If you would like to discuss your situation, and find out how we might be able to help, please complete our call back request form and we will get back to you as soon as we can:

• Commercial and Rural: 0800 212 269

Request a call back

Please note that our contact centre is experiencing high call and email volumes, so your wait may be longer than normal. We’re sorry about that and appreciate your patience. .

We’ll need to know that you or your business has been impacted by COVID-19 and you’re unable to meet your fixed financial expenses.

For example, if your income has reduced or payment has been delayed, you’ve lost your job unexpectedly or your business is experiencing losses/closure.

Yes, if you have personal and business accounts with us we can help.

KiwiSaver schemes aren’t like term deposit or savings accounts where you get a set rate of interest on your money. Instead, your money is invested in a range of investments including shares, bonds, and property, and the return you get depends on how these investments perform. Balances can both go up and down.

At the moment, some investment markets aren’t doing well, because the coronavirus pandemic has badly affected many businesses and caused a lot of uncertainty. As a result, the value of many KiwiSaver schemes’ investments has fallen – and that’s reflected in your KiwiSaver account balance.

Investment markets go up and down and this is normal. In the past few years, markets have had a very strong run and returns have been very positive, so we understand that recent fluctuations can come as a shock. However it’s important to remember that ups and downs are part of investing. Many KiwiSaver members aren’t used to these kinds of fluctuations. As markets recover, KiwiSaver account balances are likely to go up again.

It’s understandable you may be worried after checking your balance on goMoney or Internet Banking. However, it’s important to remember that for most people KiwiSaver is a long-term investment. Movements in the market are part of investing.

Everyone’s situation is different and things change over time. Your fund choice should be based on your personal circumstances, for example your investment goals, timeframe and how much risk you’re willing to take. We recommend you regularly review your fund choice to make sure it’s still the best choice for you – use our Risk Profile Tool to help or talk to your financial adviser. If you do decide to switch to a different fund, you can do so online via ANZ Internet Banking or by completing our online change form.

KiwiSaver is designed as a long-term investment to help you save for your retirement. You can only begin withdrawing your KiwiSaver savings when you turn 65, or in the following special situations:

• To buy your first home (if you’ve been a KiwiSaver member for three years). Conditions apply – find out more.
• If your circumstances change and you are experiencing significant financial hardship, or have a serious illness – find out more.

Help from the Government

We recommend you check what financial support is available from the Government. They may be able to help with essential living costs, and urgent or unexpected costs, if you’ve lost your job, your hours have been reduced, or you can’t work at the moment.

The Government is also offering a wage subsidy scheme available for all employers that are significantly impacted by COVID-19 and are struggling to pay employees. Talk to your employer if you think this might be relevant for your situation.

Find out more on the Government’s website, Unite Against COVID-19, or call the free helpline on 0800 779 997(8am–1am, 7 days a week).

Help from ANZ

Your financial wellbeing is important to us and we’re here to help you get back on top of your money. We have several financial relief options for customers impacted by COVID-19. Find out more.

Significant financial hardship

With the support options available from the Government, and solutions we may be able to offer, you might be able to find some financial relief before you get to the point of significant financial hardship.

However, if you’re already experiencing significant financial hardship, please see our website for how we may be able to help you through. We have an online hardship application form, but we recommend you call us first on 0800 240 438 (weekdays 8.30am-8pm, weekends 9am-5pm).

No. You’ll still be able to apply for a personal loan, credit card or overdraft if you’re an existing ANZ customer. Our normal eligibility and lending criteria will apply.

Yes, you can apply for a temporary overdraft if you’re an existing ANZ customer. Our normal eligibility and lending criteria will apply.

If you’re approved we’ll also waive the overdraft application fee and overdraft management fee for up to 3 months if you ask us when you apply.

We have a number of options you may wish to consider, including:

• Debt consolidation using an ANZ Personal Loan
  You can combine your debts like credit cards, hire purchases, store cards and more, into one easy to manage ANZ Personal Loan. Find out more
  
  
• Balance transfer to a low rate, no fee credit card
  A balance transfer involves moving the outstanding balance from your non-ANZ credit or store card account to an ANZ Low Rate Visa with a lower interest rate for a set period of time to help save on interest while you pay the balance down. Find out more
  
  
• Switch to a low rate, no fee credit card
  We offer credit card options to suit different needs, including reward cards and a low rate card. If you’re currently using a rewards card, you might like to consider an ANZ Low Rate card (which has a lower purchase interest rate than reward cards, and no annual card fee). Find out more
  
  
• Existing Personal Loan customers
  If you have an existing ANZ Personal Loan and need repayment relief because of COVID-19, talk to us about your options. We may be able to suggest changes to your loan that could help reduce your repayment amount, or you could apply for a personal loan repayment deferral. Find out more.

Lending criteria, terms and conditions, and fees apply. Personal loan repayment deferrals are available until further notice.

We understand that you may need to dip into your savings during this time. So, we’re automatically waiving withdrawal fees on Serious Saver accounts from 1 April 2020 until 30 June 2020.

Please note, if you make a withdrawal you won’t earn Premium interest in that month.

The information and offers above are current as at 24 March 2020 but may change without warning.

Existing ANZ life insurance policies provided by Cigna New Zealand Limited (Cigna) don’t contain exclusions for pandemics which means that COVID-19 has no impact on your existing insurance cover.

If you need to make a claim related to COVID-19, as with any other claim, you’ll simply need to meet the eligibility requirements for your type of cover.

If you need to make a claim, call Cigna on 0800 658 585 or email claimsnz@cigna.com.

If you hold an existing ANZ life insurance policy which includes Redundancy Cover, and you receive notice of redundancy or potential redundancy at least 180 days after the policy start date, you may be eligible to claim if made redundant as a result of the impacts of COVID-19. Your selected wait period and normal terms and conditions will apply. If you’re not sure whether you have Redundancy Cover or if you are eligible to claim, please contact Cigna directly on 0800 658 585 or email claimsnz@cigna.com.

You can manage your money anytime using the ANZ goMoney app, Internet Banking or 24/7 Automated Phone Banking.

You can view your balance, move money between accounts, pay bills, friends or family, set-up and manage automatic payments, and more.

You can also send us a secure Bank Mail message through Internet Banking with your request. We’ll respond, or process your request, as soon as possible. We recommend only sending non-urgent requests as it may take us a while to respond given the volume of messages we’re currently receiving.

Find out more

Your customer number is unique to you and can be found on the back of most ANZ credit and debit cards. If you’ve checked your card/s and still can’t find your customer number, please call us on 0800 269 296.

Visit the ANZ Internet Banking login page and click on the ‘Forgot password?’ link. Follow the instructions to reset your password.

Open the ANZ goMoney app and click on ‘Menu’ and then ‘Forgot my PIN’. Follow the instructions to reset your PIN.

Many of our customers have been impacted financially by COVID-19, so at times our Contact Centre may experience higher than normal call and email volumes.

We’ve redeployed branch staff to help our Contact Centre team, so we have more people available to help our customers.

We’re sorry if you experience a delay. We appreciate your understanding and patience.

Request a call back 

If you’re trying to reach us to talk about your home loan, business banking, or other lending, please complete a call back request form and we will get back to you as soon as we can:

• Home loan lending enquires
• Business banking lending enquiries
• Other lending enquiries

Other ways to bank

Where possible, please use ANZ goMoney, Internet Banking, 24/7 Automated Phone Banking, or ATMs to do your regular banking. Using those services means our Contact Centre can focus on helping our most vulnerable customers, as well as customers who cannot bank another way, and those immediately impacted by COVID-19.

You can also send us a secure Bank Mail message through Internet Banking with your request. We’ll respond, or process your request, as soon as possible. We recommend only sending non-urgent requests as it may take us a while to respond given the volume of messages we’re currently receiving.

Find out more about banking safely and securely from home

To help combat COVID-19, most of our branches will be closed during the lockdown.

A limited number of branches throughout the country will be open on Wednesdays between 9am and 12pm for simple cash transactions only. This is to support our most vulnerable customers, and those can’t do their banking online or over the phone.

Please do not visit a branch unless you have no other option.

This is necessary in the circumstances and subject to change. We appreciate your understanding in these unprecedented times.

If you need to discuss your banking, please complete the relevant call back request form (below) and we'll get back to you as soon as possible.

 Home loan callback Business banking callback Other lending callback

Find branch locations

For our customer and staff safety, please don’t visit a branch if you’ve been in contact with COVID-19, travelled internationally in the last 14 days or are showing any signs of illness consistent with COVID-19.

Services will be limited to simple cash transactions and will only be available to our most vulnerable customers, or those who can’t do their banking online or over the phone.

Please do not visit a branch unless you have no other option. We appreciate your understanding in these unprecedented times.

For our customer and staff safety, please don’t visit a branch if you’ve been in contact with COVID-19, travelled internationally in the last 14 days or are showing any signs of illness consistent with COVID-19.

Remember, please use ANZ goMoney, Internet Banking, 24/7 Automated Phone Banking, and ATMs for your banking if you are able to.

Find branch locations

For our customer and staff safety, please don’t visit a branch if you’ve been in contact with COVID-19, travelled internationally in the last 14 days or are showing any signs of illness consistent with COVID-19.

We have limited staff working in branch during our reduced hours of operation. Those staff are following the Ministry of Health recommendations around handwashing and social distancing. We've also:

• increased the frequency of cleaning in branches before and after opening
• installed blue dots on the floor to help you maintain social-distancing
• installed Perspex shrouds at the counters
• provided face masks, gloves and hand sanitiser for staff, where possible (access to supplies may be limited), and
• set a limit for the number of customers inside the branch at any one time.

If you're a victim of fraud where someone accessed and used ANZ goMoney, Internet Banking, Phone Banking or your card without your authority, please call us immediately on 0800 269 296 (international +64 4 470 3142) and we'll look at how we can help.

We'll reimburse you if you didn't act fraudulently or negligently, didn't contribute to the loss, took reasonable steps to protect your banking and complied with our Electronic Banking Conditions (PDF 129kB).

Remember to never share your banking PINs, passwords or security codes with anyone including your bank or the Police.

If you have inadvertently provided your banking PINs, password or security codes to anyone, please call us immediately on 0800 269 296 (international +64 4 470 3142).

Find out more about protecting yourself from scams, and what to do if you think you’ve been the victim of a scammer.

We invest in sophisticated fraud monitoring systems to review banking activity and transactions 24/7 for any potentially suspicious activity.

We protect your banking with some of the best security and technology, including mobile payment security that meets international standards and best practice. We also provide services such as Online Code and Voice ID, to help protect you from the risk of identity fraud. We recommend you register for both so we can help keep you safe.

We’re committed to helping keep your banking safe, and you have a role to play too. By working together, we can keep you even safer. Find out more about what we do, and what you can do, to protect you and your banking.